Director of Customer Success

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.

Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

At Lucidya, Customer Success is not a support function - it is a revenue-driving engine.

We’re looking for a Director of Customer Success to lead, unify, and scale our CX organization as Lucidya moves from high-growth into scale-up mode. This role owns the full post-sales journey and plays a critical role in realizing, expanding, and retaining revenue across enterprise and government customers.

You will lead a large, multi-disciplinary CX organization, act as the internal voice of the customer, and set the standard for what “excellent” customer experience looks like - even when it means challenging the status quo.

This role reports into the Chief Revenue Officer (CRO) and works closely with Sales, Finance, Product, and Engineering.

Revenue & Growth

• Own ARR realization, retention, renewals, and expansion across the customer lifecycle
• Ensure deals closed by Sales are fully realized and grown through strong execution and relationships
• Lead a CX organization that is target-driven, results-oriented, and customer-first

CX Leadership & Team Building

• Lead and scale a 35+ person CX organization across:
• Customer Success
• Customer Support
• Build a strong performance culture without sacrificing team health, engagement, or trust
• Hire, mentor, and grow CX leaders - with clear career progression and low attrition
• Foster a culture where teams feel ownership, pride, and accountability for outcomes

Customer Experience Excellence

• Define and continuously raise the bar for Customer Success standards across onboarding, adoption, customer health, renewals, retention, and expansion
• Build and scale a structured Customer Success operating model, including customer segmentation, engagement cadences, success planning, executive business reviews (QBRs), risk management, and customer health scoring
• Ensure teams proactively engage customers through clearly defined customer journeys and lifecycle management processes
• Act as the voice of the customer internally, advocating for customer needs and driving continuous improvement across the business
• Step into high-impact customer escalations and strategic accounts when needed

Strategy, Change & Scale

• Navigate shifting priorities, and evolving product offerings
• Lead CX through inevitable ambiguity while keeping teams focused, motivated, and aligned
• Improve foundations while the business is moving, not after
• Partner closely with Product & Engineering to influence roadmap based on real customer needs

Data, Metrics & Accountability

• Own and report on key Customer Success and revenue metrics, including:
• NRR (Net Revenue Retention)
• GRR (Gross Revenue Retention)
• ARR retention and expansion
• Renewals and churn
• Customer health and adoption metrics
• NPS / customer satisfaction
• Team performance and engagement
• Use data to identify risks, forecast renewals and expansion opportunities, and drive strategic decision-making across the customer lifecycle

• Establish trust and credibility with CX teams and cross-functional leaders
• Gain deep understanding of Lucidya’s customers, revenue model, and CX gaps
• Begin raising CX standards and sharpening revenue focus
• Create momentum around ownership, accountability, and customer-first thinking

Experience & Background

• Proven leadership experience building, scaling, and operating Customer Success organizations within B2B SaaS environments
• Demonstrated ownership of NRR, GRR, renewals, retention, and expansion targets across enterprise customer portfolios
• Strong understanding of Customer Success operating models, including customer segmentation, engagement frameworks, executive business reviews (QBRs), customer health scoring, and lifecycle management
• Experience leading large, multi-layered teams across Customer Success, Support, and related customer-facing functions
• Experience working with enterprise and government customers in complex, relationship-driven sales environments
• Significant experience leading Customer Success teams in a B2B SaaS environment is strongly preferred. The ideal candidate will have direct ownership of retention, renewals, expansion, NRR, and GRR within a structured Customer Success organization.

We care less about the number of years and more about what you’ve actually built, grown, and delivered. That said, we do expect the right candidate to have spent a number of years leading and scaling CS teams in a B2B SaaS environment.

Market & Context

• Strong familiarity with Saudi Arabia and how enterprise and government customers operate
• Arabic-speaking candidates with regional experience are strongly preferred

Non-Negotiables

• Proven track record of owning and improving NRR, GRR, retention, renewals, and expansion performance
• Deep expertise in Customer Success best practices, operating rhythms, customer engagement models, and executive stakeholder management
• Experience building structure, process, and accountability within growing Customer Success organizations
• Fluent in Arabic and English

Who You Are

A leader who believes if you take care of people, they take care of the business

• Results-driven without burning out teams
• Comfortable with ambiguity and change
• Confident challenging norms in service of the customer
• Curious about technology, AI, and how it can elevate CX

Bonus Points

• Experience using AI tools or automation to improve CX workflows
• Demonstrated interest in technology beyond surface-level usage
• Track record of building CX organizations that customers and employees love

If you want to own revenue, shape culture, and set the standard for world-class customer experience in a fast-scaling AI company, this role was built for you.